14 Mar 2022

We've changed our Late Cancellation Policy

By: Judith Manshanden

Dear all,

A few weeks ago, I posted a message on Instagram requesting that students be mindful when canceling classes, as we have been experiencing a high number of late cancellations and no-shows since our reopening.

First of all, I would like to express my gratitude to everyone who took the time to respond to my request. Your answers made me rethink our cancellation policy and inspired us to make some changes, which I’ll explain in this post.

Overall, there were three reasons shared for why people don’t cancel their classes on time. Many of you pointed out that our new IT system created technical difficulties when canceling. For some reason, there is a miscommunication between the website and the booking system in some browsers, which causes problems when booking or canceling classes. We are of course very sorry for this inconvenience - we are still dealing with a suboptimal IT situation but are working hard to fix this so that cancelling a class will be a smooth process again.

Another issue many of you pointed out was that our current six-hour cancellation window is too long, and that it can be difficult to estimate whether you will make it to your class so far in advance.

The third reason shared was that life simply gets in the way sometimes. You get distracted, you’re not feeling well, or something unexpected comes up, which makes you forget to cancel the class.

What struck me about these responses was that the reason for not cancelling classes didn’t come from indifference or carelessness. On the contrary, I got the feeling that our students are willing to cancel on time if we, as Delight, create the right conditions for it. So we got together and designed a new cancellation policy based on our students’ needs and our own values.

We want to be a community where we assume each other's good intentions, and penalties or other unpleasant consequences for a late cancel do not align with this, as far as I am concerned. That's why I want to try out a new cancellation policy in the coming half year where trust in the good intentions of others is the starting point.

Our New Cancellation Policy

  • As of Monday, March 14th, you can cancel your classes up to 2 hours in advance.
  • Delight Members no longer receive penalties for more than 3 late cancellations.
  • If you really can't make it to your class, please call the studio so we can give your spot to another eager student.
  • This cancellation policy only applies to our studio classes, not workshops or courses.

I’m excited to start this experiment and to see if we can do this together. Thank you for your cooperation - I will keep you posted on the results!



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